What happens if you disconnect during a live casino game?

You put $10 on red. The wheel is still spinning when the picture freezes. By the time you get back to the table, the dealer is taking bets for the next spin. Open your game history and look for the spin you bet on. Under bet365’s UK disconnection rules, an accepted live roulette bet settles on the result if you had no further decision to make.

Now picture the same interruption at a blackjack table. You have a seven and a five, and the hit and stand buttons disappear before you choose. The hand can carry on without you. Which action the game takes depends on the rules at that table, and a different casino may handle the same two cards differently.

When you get back online, check two things in your game history. Did the casino record your wager for that round? Was the game waiting for a decision from you?

Table of Contents

When did you lose the connection?

While betting was still open

A chip can appear on your screen just as the connection drops. At DraftKings, if you disconnect from Live Dealer Blackjack while the betting window is open and before the cards are dealt, the operator says it rejects the wager and does not charge you. Check the hand in your transactions before placing another bet. DraftKings explains the timing here.

After your wager was accepted

If bet365 recorded your $10 roulette bet and the spin went ahead, look for the outcome of that spin. The number showing on the wheel when you reconnect may belong to a later round. The same bet365 policy covers live baccarat when the player has no further choice to make. Missing the reveal of the last card does not by itself void the bet.

While the game was waiting for your move

Take the seven and five from the opening example. On Evolution Speed Blackjack, if the timer expires before you make your first decision on that 12, your hand stands. Change the five to a four and your total is 11. This time the game draws a card. The cutoff is in the Speed Blackjack rules published by theScore Bet. Our Evolution Speed Blackjack review explains how the dealer handles players’ decisions around the table.

BoyleSports describes another way to finish an interrupted hand. Its help center says that if a blackjack choice is still open when you disconnect, you complete the round in a computerized version using a random number generator. Here you still have a decision to make when you return. Read the BoyleSports disconnection policy.

How five live games handle an interruption

Game	Whose rules apply in this example?	What the rules say
Roulette	bet365 UK	A recorded wager on a spin that needs no more input settles on the winning number. Look up the spin in game history.
Baccarat	bet365 UK	If you have placed your bet and there is no decision left, the completed hand settles normally. Check the result of the hand attached to your bet.
Blackjack	theScore Bet \| Speed Blackjack	On the first two cards, a missed decision triggers a hit on 11 or lower and a stand on 12 or higher. A blackjack table at another operator can use a different rule.
Live poker	theScore Bet \| Ultimate Texas Hold’em	Disconnect while the opening bets are still open and the stakes are returned. Disconnect after betting closes and recorded bets remain in play. Open History for the outcome.
Game shows	theScore Bet \| Crazy Time	Placed bets stand during a personal disconnection. If you qualified for the Crazy Time bonus and miss the choice of a colored wheel pointer, the game picks one at random.

In the Crazy Time bonus round, each colored pointer can land on a different multiplier. If you saw a large number on another color as the picture came back, check which pointer was assigned to your bet before comparing the payout.

What if the whole table stops?

A studio fault can produce a different entry in your history. In its Crazy Time rules, theScore Bet says the host pauses the round while a game or system error is investigated. If it can be fixed immediately, play resumes. If it cannot, that round is canceled and the players’ initial bets are returned. A frozen picture on your phone alone does not tell you whether the studio called off the round.

How to check the result and query a missing payout

Reopen the game or your account history. At BetMGM UK, open your profile and select History. DraftKings points Live Dealer Blackjack players to Transactions. If the app is still frozen, try the operator’s mobile website. Our mobile casino guide covers both ways to access a table. BetMGM’s instructions for finding past rounds.
Match the wager to one round. Look for the game and table name, stake, date, time and round ID. Take a screenshot of the wager and any separate payout or reversal. Include the time zone, especially if the round happened close to midnight.
Ask the casino to trace anything you cannot reconcile. Send those details through the operator’s support channel. Ask whether the wager was accepted, what result was recorded and which transaction settled it. For a missed decision, ask which action the game recorded. Save the reply and case number.

Here’s a message you can adapt.

My game froze at [time and time zone] on November 4, 2026 at [game and table]. My stake was [amount and currency]. The round ID is [ID, if available]. My history shows [entry], and my balance shows [amount]. Could you confirm the result, any automatic action and the transaction that settled this round?

If the operator’s answer leaves the result in dispute

Use the complaints procedure for the jurisdiction where you played. Keep the operator’s written response with your screenshot. For general account questions, see our live casino FAQ.

Great Britain. Complain to the operator first. The Gambling Commission gives the business eight weeks to resolve a complaint. An eligible unresolved dispute may go to an alternative dispute resolution (ADR) provider. Gambling Commission complaints guide.
United States, Michigan example. File with your internet gaming operator first. The Michigan Gaming Control Board lists each provider’s complaint contact and explains when you can take the case to the board. Use the regulator for the state where you played. Michigan’s internet gaming complaint procedure.
Canada, Ontario example. For games offered by an operator on behalf of iGaming Ontario, get a formal complaint number and follow up with the operator. An unresolved case can go to iGaming Ontario for review. Its remit does not include issuing refunds or awarding compensation. iGaming Ontario player support.

Frequently asked questions

Does a frozen video mean my bet was canceled?

The picture alone cannot tell you. A roulette wager that bet365 UK accepted can settle while your screen is frozen. Look for the entry for that spin and see whether it shows a result, a rejected wager or a returned stake.

Can a live poker game check or fold for me?

For live Casino Hold’em, bet365 UK says a disconnected hand may be checked or folded depending on the other players’ actions. That wording applies to the game named in its casino disconnection policy. If you were playing Ultimate Texas Hold’em, open the rules for that version.

Can the dealer tell that I lost my connection?

The published Speed Blackjack rules explain what happens when the clock runs out. They do not say the dealer can see why you missed your turn. If you want someone to check what happened to your wager, give the round details to casino support. Keep account details out of table chat.

What if a win appears in my balance later?

Compare the credit with the amount and round in your history. If they match and a support case is open, update that case. If they differ, send both entries. BetMGM UK describes delayed credits in its guide to stuck rounds and missing wins.

How do I query a round if I don’t have its ID?

Give support the game and table name, the approximate time with its time zone, the stake and any screenshot. If you see a transaction reference, send it under that label and ask the operator to find the corresponding round.

Do I have to play again to see the result?

You can check a finished Crazy Time round in the History window, and DraftKings directs blackjack players to their account transactions. If the table is already taking bets for the next round, using Repeat to place a wager puts another stake on that new round.

Before you close the support case

If the reply just says the game settled normally, ask for the round ID and the entry that changed your balance. For a blackjack hand, ask what the game did when your timer expired. That gives you something you can compare with the table rules and the amount in your account.

What happens if you disconnect during a live casino game?

When did you lose the connection?

While betting was still open

After your wager was accepted

While the game was waiting for your move

How five live games handle an interruption

What if the whole table stops?

How to check the result and query a missing payout

If the operator’s answer leaves the result in dispute

Frequently asked questions

Does a frozen video mean my bet was canceled?

Can a live poker game check or fold for me?

Can the dealer tell that I lost my connection?

What if a win appears in my balance later?

How do I query a round if I don’t have its ID?

Do I have to play again to see the result?

Before you close the support case

References

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